Fulfillment Lead

About Us

Before starting the Training Academy, Boyd Clewis had dedicated over 3 years of exclusive and concentrated effort to training cyber professionals. As a result, he was able to garner over 320 6-figure salaries through actionable guidance, strategies, and insight. Initially inspired by the high cost and limited applicability of cyber certifications, Boyd sought out professional strategies to grow without overpriced paper certificates. Today, the Baxter Clewis Training Academy utilizes the same cutting-edge approach that has helped hundreds kickstart or grow their careers through a diverse range of lessons. Each module is centered around student goals, progressions, and outcomes. As part of the Training Academy, students learn real strategies and content mastery.Throughout the process, they gain mentorship, resume improvements, LinkedIn support, interview tips, and more! The end result could be the make-or-break between between a 6-figure salary and not getting hired at all.

Role (Overview Of The Position):

The Fulfillment Lead will ensure excellent program and coaching fulfillment to all clients by building and upgrading the fulfillment infrastructure and programming, communicating with the leadership team on business priorities, and managing the fulfillment team so that clients make the most of the program and are excited to ascend into additional offers beyond their initial high-ticket purchase.

This encompasses the entire client journey from Foundations (learning) to Realization (workforce readiness).

Responsibilities (Tasks Associated With The Role):Client Retention: Manage the fulfillment team, ensuring they provide excellent client service and coaching inside our project management platform and on calls.Reporting: Send timely and consistent reports to the leadership team highlighting positive aspects of the ongoing work. All reports should be sent on the same schedule, and in the same format - branded to the company and reports should be used as a retention and/or sales tool where appropriate. Tracking Updates: Manage the client tracking sheet (monday.com) and ensure it's kept up to date and all team members are using it to manage client information, success, and upgrades.Training Materials: Keep the training current, organized, and simple for each implementation pathway, with other product reviews/improvements, as needed.Look For Additional Sales Opportunities With Current Clients: Must be able to see opportunities for additional services that will help the client grow and accomplish bigger goals, and should communicate these opportunities to the sales team (when applicable), as reports are prepared.Develop and Maintain a Client Retention Strategy: Work with the fulfillment team and Leadership team to continue refining and improving the existing Client Retention Strategy. This will mean bringing new ideas to the table at scheduled meetings and having a plan to deploy new strategies and a way to track the results of those efforts. Monitor client progress and encourage coaches to offer upgrades and renewals to clients once their coaching period is coming to an end.Maintain a Client Referral System: Work with the fulfillment team and Leadership team to continue refining and improving the existing Client Referral System. This will mean bringing new ideas to the table at meetings and having a plan to deploy new strategies and a way to track the results of those efforts.Research: Always look for ways to improve our services and processes. Also for ways, to reach more clients, and to maintain or upsell existing clients in ways that help them to achieve their goals even faster. Implement new ideas & feedback coming from the clients, as approved by the team. Improve processes and program content based on client feedback.Leading the Fulfillment Team: Check in with each of the Success Advisors every week to monitor client progress, success, and happiness.Inter-department communication: Communicate with the sales team regarding the quality of clients and client concerns that may have come from the sales process, ensuring that sales and fulfillment are aligned and communicating the same message to clients.Client Wins: Collect and celebrate client wins, testimonials, and referrals.Escalation: Help the fulfillment team deal with escalation including but not limited to, client refunds, cancellations, cohort reassignment, or drop-off.Budget: Make sure the fulfillment department is operating within budget including overhead, fulfillment costs, upsell costs, and team’s capacity.

Results (Expected Accomplishments):Provide detailed and insightful feedback on questions that will help the LG/LC team help clients be successful. Be able to focus on the positive aspects of their results while revisiting and resetting expectations as needed. We should recognize benchmarks, and look for opportunities to increase our client's perceived value for the service we provide.Track and report on client results during weekly meetings - highlighting which clients need attention and which are doing amazingly well (so we can reach out and leverage these results for retention and referral opportunities).Maintain and improve our existing systems for streamlining customer onboarding, support, retention, and referral programs.

Requirements (Expected Proficiencies):Product and Services Available: Maintain an in-depth understanding of our services and how to measure success. Must understand our sales process and keep deliverables in alignment with client’s expectations (what we promised them)´Strong Leadership and Management Skills: The ability to lead, manage, and motivate a diverse team is crucial. This includes developing effective teams, managing conflicts, and fostering a culture of continuous improvement.Strategic Thinking: The capability to develop and implement strategic plans that align with the organization's goals. This involves understanding the big picture, taking information, making informed departmental decisions, and adapting strategies to changing market conditions.Operational Expertise: A deep understanding of the operational aspects of the business, including the client's journey from enrollment to landing a job in the Cybersecurity space. The best candidate will be able to optimize operations for efficiency and effectiveness.Financial Acumen: Some knowledge of financial principles and budget management is a plus, as it helps to make decisions that affect the company’s bottom line. This includes understanding revenue-generating opportunities and cost control.Problem-solving Skills: The ability to identify problems, analyze potential solutions, and implement effective remedies is key. This often involves innovative thinking and the ability to work under pressure.Communication Skills: Excellent verbal and written communication skills are essential for interacting with all levels of the organization, from frontline employees to the executive staff, and potential external partners.Industry Knowledge: A thorough understanding of the high-ticket educational sales market is a plus. This includes understanding trends, challenges, and the competitive landscape that will aid in making informed strategic decisions.Educational Background: A bachelor’s degree in business administration, management, or a related field is a plus. Will consider relevant experience also.Experience: Experience in operations management, including roles with increasing responsibility, is preferred.Technology Proficiency: Basic Microsoft Applications, CRM Software. Data analysis and providing insights for improvement strict attention to detail and cross-checking data is required.Adaptability and Resilience: The capacity to adapt to change and overcome challenges is critical.

KPIs (Metrics):Churn rate < 3%Referral rate 3% of active client rosterClient Health Scores: 85% Green, <5% Red

Compensation/Benefits:Base: $80k/yrOTE: up to $120k/yr

Workload (FTE):8 hours a day, 5 days a week.The management of a total of 3 Client Success Managers as a direct reportWorking Hours: 9 am to 5 pm Central Timezone (US)